Senior Officer - Customer Service - Ports
About This Role
Job Description
- Act as a primary point of contact for customers, handling more complex inquiries, service requests, and follow‑ups in line with defined KPIs and SLAs.
- Take ownership of customer cases logged in the CRM, ensuring timely resolution, proactive follow‑ups, and clear communication with customers and internal stakeholders.
- Ensure accurate, complete, and consistent maintenance of customer profiles and service records in the CRM, supporting data quality checks across assigned customer segments.
- Support and guide the team in effective CRM usage, case logging, and customer communication best practices.
- Coordinate closely with Operations, Commercial, Finance, IT, and other internal teams to resolve customer issues, monitor SLA compliance, and reduce repeat cases.
- Lead customer onboarding activities at an operational level, ensuring CRM registration, service orientation, and smooth handover to relevant internal teams.
Responsibilities
- Support the planning, execution, and follow‑up of customer surveys, trade forums, and customer workshops, including tracking actions and customer feedback.
- Proactively support customer engagement initiatives, including structured follow‑ups, service updates, and coordination of customer communications and notifications.
- Promote adoption of digital services and CRM‑enabled processes, identifying recurring customer challenges and escalating improvement opportunities.
- Assist in compiling customer insights, recurring issues, and service improvement inputs from CRM data, surveys, and customer engagements.
- Demonstrate a consistently professional, empathetic, and solution‑oriented approach, while supporting day‑to‑day administrative and reporting activities of the department.
- Collaborate with internal teams to support the digitalization of customer-facing services and processes, providing operational input and customer feedback to improve adoption.
Support the adoption and effective use of AI-enabled tools and solutions for customer engagement and service delivery, including basic usage, feedback collection, and continuous improvement inputs.
Qualifications Bachelor’s Degree
Ability to communicate in English (Speaking/Reading/Writing)
Any additional languages would be deemed an advantage.
3 years preferably in the Shipping/Ports/Freight Forwarding industry
Similar Jobs
Senior Officer - Procurement Control & Governance
ADIB - Abu Dhabi Islamic Bank · Abu Dhabi
**Role :** Senior Officer – Procurement Control \& Governance **Location :** Abu Dhabi **Role Purpose:** * Bring ADIB into governance with CBUAE Regulations for Outsourcing plus validating on a bank level. * Support the
2 days ago
Generate Resume ↗Senior Officer, KYC & Onboarding - IB
First Abu Dhabi Bank (FAB) · Abu Dhabi
In accordance with UAE and international Anti\-Money Laundering Requirements, banks such as FAB are obliged to perform Know\-Your\-Client ('KYC') reviews on all new clients they adopt and periodic reviews of these client
3 days ago
Generate Resume ↗SALES SUPPORT SENIOR OFFICER
Napco National ·
**Job Description** * Accurately enter and process customer orders into the company's sales system. * Verify order accuracy, including product specifications, quantities, and pricing. * Coordinate with the warehouse or l
4 days ago
Generate Resume ↗Senior Officer, Employee Experience - UAE.PICG - Employee Experience.People & Intellectual Capital Group (UAE National)
Mashreq ·
As a Senior Officer within PICG Mashreq UAE, your role revolves around facilitating the team to build positive employee experiences at MB UAE. You'll collaborate closely with the Manager Employee Experience and Head of E
4 days ago
Generate Resume ↗Senior Officer, Commercial
ADNOC Drilling · Abu Dhabi
**JOB PURPOSE:** Assist on commercial and contract related matters, where ADNOC Drilling acts as a service provider. Provide Manager, Commercial and Specialist, Commercial with regular information about the application o
4 days ago
Generate Resume ↗Senior Officer - Talent Planning & Acquisition
Dubai Careers - A Smart Dubai Initiative · Dubai
**Job Description** **KEY RESULTS ACCOUNTABILITIES:** \# Responding to the department's work needs (preparing, managing, implementing and following up on the department's communication plan \- managing the department's w
4 days ago
Generate Resume ↗Senior Officer, Employee Experience - UAE.PICG - Employee Experience.People & Intellectual Capital Group (UAE National)
Mashreq Corporate & Investment Banking Group ·
As a Senior Officer within PICG Mashreq UAE, your role revolves around facilitating the team to build positive employee experiences at MB UAE. You'll collaborate closely with the Manager Employee Experience and Head of E
4 days ago
Generate Resume ↗Senior Officer Procurement and Contracts
Confidential Jobs · Abu Dhabi Emirate
**Senior Officer – Procurement \& Contracts (IT Category)** **Employment Type:** Full\-Time **Client's Location:** Abu Dhabi Based The Senior Officer – Procurement \& Contracts (IT Category) is responsible for managing e
4 days ago
Generate Resume ↗Senior Officer - Operational Risk
Commercial Bank International · Sharjah Emirate
**Job Purpose:** The role supports the effective implementation and ongoing maintenance of the Bank’s Operational Risk Management Framework in line with regulatory requirements, internal policies, and enterprise\-wide st
5 days ago
Generate Resume ↗Stop applying blindly.
Start getting hired.
Base Career automates the hardest parts of job searching — apply smarter, not harder.
AI Resume in 60s
Your resume rewritten for this exact role using the job description as the brief.
ATS-Optimized
Get past automated screening filters with the right keywords matched to each job.
Application Tracker
Track every job, follow-up, and interview in one visual kanban board.
Free plan · No credit card required